Supervisor Technical & Payments at MultiChoice

Key Performance Objectives Tasks

Operations Management

• Ensure customers experience is of high standard and service by monitoring individual performance indicators on a day-to-day basis.
• Lead the achievement of the team’s sales targets as contracted.
• Adopt and where appropriate customize the sales plan for the team by analysing trends and ensure the plan is implemented and the objectives are met.
• Lead the team’s sales effort including the primary responsibility to maintain healthy customer relations.
• Coach and counsel, the individuals and/or team daily as per the set performance indicators versus achievement trends as well compliments and complaints feedback received, for informed continuous improvement initiatives and motivation.
• Ensure the successful resolution of escalated customer queries from customers within agreed SLA timelines.
• Ensure the team has full understanding and training on the products and promotions for effective customer engagements.
• Ensure employees understand and adhere to all operational processes and procedures, to enable empowerment and efficiencies in the day to day running of the business.
• Ensure employee participation and understanding, on all changes made in the team.
• Actively manage absenteeism and partner with Service Centre Manger and HR if needs be.

People Management

• Develop a high performing team by embedding formal performance management process and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are facilitated and executed.
• Oversee the activities of the direct reports.
• Interview and recruit new members of the team,
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognized.

Qualifications

• Diploma in Business/Operations/Sales Management or equivalent.
• Certified Key Individual

Experience

• 5 – 7 years working experience in a Sales and/or Customer Services Environment of which 2-3 years of the years of experience should be people management experience